Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
So you can't use the Internet on your Android phone, right?
So you can't use the Internet on your Android phone, right?
Customer Reply
right
Is the issue related to your Wi-Fi or Mobile Internet connection?
Customer Reply
Yes, I just upgraded my cox modem to panoramic wifi. All other devices are connected to the internet except my cell phone.
When you try to connect your phone to this new Wi-Fi, what happens?
Customer Reply
wifi is connected without internet
Could you provide a screenshot of that message?
Customer Reply
not sure how to do that
Ok. No worries.
Have you tried to restart the phone and Wi-Fi?
Have you tried to restart the phone and Wi-Fi?
Customer Reply
haven't restarted the phone, how do i do that
Ok, turn off your phone by holding the Power button for a few seconds then selecting Power off from the Power Options menu.
Once it's off, turn it back on using the same Power button, please.
Let it load for a few minutes, then try to connect to your Wi-Fi network again
Once it's off, turn it back on using the same Power button, please.
Let it load for a few minutes, then try to connect to your Wi-Fi network again
Customer Reply
unable to power off.
What exactly is not working, could you specify?
Customer Reply
pressing the button holding it for seconds and get a message looks like something is wrong try again
The power button is the Side button on your device, are you sure you are holding the right one?
Customer Reply
there are three buttons on the side...i'm holding the third one
Could you provide the exact model of your phone?
Customer Reply
galaxy s20 ultra 5g
Please use the smaller button on the right side of your phone. Click and hold this power button
Until you see an option to Power it off
Until you see an option to Power it off
Customer Reply
it's powering back up now3
So you were able to turn it off eventually? Good
Customer Reply
it powered off and is powering back up
Got it, that's good!
Let me know when it's back on
Let me know when it's back on
Customer Reply
tried reconnecting to the wifi. same error message
Got you. Please try to restart your router now. All you need to do is Unplug the device from the wall socket, wait 60 seconds and plug it back it
Then, wait for it to load back for 1-2 minutes and try to connect to your Wi-Fi on the phone again
Then, wait for it to load back for 1-2 minutes and try to connect to your Wi-Fi on the phone again
Customer Reply
it restarted
Okay, now connect to wifi please.
Customer Reply
same error
Is the Airplane mode turned on your phone?
Customer Reply
yes
That may be the reason behind that issue.
Please turn if off and see if that helps.
Please turn if off and see if that helps.
Customer Reply
excuse me, i meant to say airplane mode is off
Got you.
Is the Do Not disturb mode is on?
Is the Do Not disturb mode is on?
Customer Reply
where is it located
Open the Quick settings panel by swiping down from the top of the screen. Swipe to and tap the Do not disturb icon to turn it on or off. You can also go to Settings, then search for and select Do not disturb. Tap the switch next to Do not disturb to turn it on or off.
Customer Reply
it's off
Noted.
Is your plan monthly internet plan paid?
Is your plan monthly internet plan paid?
Customer Reply
yes
Please reset the network on your phone, this way:
1. Launch Settings.
2. Find General management and tap on it.
3. Touch Reset
4. Tap Reset network settings.
5. Tap the Reset settings button.
6. Lastly, tap the Reset button.
1. Launch Settings.
2. Find General management and tap on it.
3. Touch Reset
4. Tap Reset network settings.
5. Tap the Reset settings button.
6. Lastly, tap the Reset button.
Customer Reply
ok, network settings reset
Good, now try reconnecting to wifi.
Customer Reply
it's connected
thank you
I hope it stays connected
thank you
I hope it stays connected
Perfect.
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?
Customer Reply
It's done! Have a blessed day.
You're welcome!
I am so pleased to see your issue got resolved!
I am so pleased to see your issue got resolved!
No comments yet...
Comments